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Ocala's customer service department has received complaints about long waiting times, so Ocala is thinking about adding another technical support consultant. The second consultant would serve customers at the same rate as the first consultant and would be paid $28 per hour (the same as the first consultant). Incoming calls would be answered by the same automated system and transferred to the first available consultant. Ocala values customers waiting time at $24 per hour (per customer) to reflect possible loss of future sales.
e. Would the new system be single-channel or multiple channel waiting line system?
f. What is the difference in total hourly cost between a one-consultant and two-consultant system (using the configuration described above)? Should Ocala hire another consultant? Justify your answer by comparing the costs.
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